Customer Service Specialist

SUMMARY:
The Customer Service Specialist - Conversations/Chat (Specialist) will provide superior customer service for the Banks customers and prospects by answering customer questions and assisting with issue resolution using online and mobile baking chat (Banno Conversations) and email channels. The Specialist will assist in establishing and maintaining electronic banking relationships and provide ongoing support to drive digital adoption for Bank customers across all platforms. The Specialist will also proactively look for opportunities to provide additional information about Bank related products and services in order to deepen existing banking relationships.
ESSENTIAL JOB FUNCTIONS & RESPONSIBILITIES:
Responds to customer email, mobile banking chat and digital inquiries regarding their accounts and all Bank products, including financial transactions.
Documents all interactions with customers in CRM database by entering or updating information accurately to reflect the customer interaction and resolution.
Authenticates customers adhering to Bank guidelines in order to properly identify customers and protect customer information.
Identifies fraudulent activity to protect the Bank and the Banks customers
Assists in customer support for online and mobile banking as well as automated telephone banking including set-up, navigation, and maintenance.
Provides support for other Bank departments.
Advises customers regarding the Banks products and to ensure that the highest level of customer service is provided.
Solicit higher-level approval for all situations exceeding experience/training, department scope or assigned level of authority.
Actively recommends Bank products and services using a customer needs-based assessment.
Consistently meets service level deadlines and other performance targets or requirements
Outbound calls to customers as required.
Complies with all customer confidentiality and privacy policies, as well as all Bank policies.
Performs duties and assignments in compliance with Bank policies as well as all state and Federal banking regulations.
Responsible for researching and preparing the proper response to customer complaints and inquiries by using an approved library, interacting with team members, employees and managers in Banking Services, Banking Centers and other business lines as needed to complete assigned tasks.
Work with a goal of creating positive customer experiences to drive results and engagement levels.
QUALIFICATIONS FOR LEVEL I:
EDUCATION & CERTIFICATIONS:

(Minimum education required to perform the duties of this position)
High School degree or GED and willingness to pursue higher education required. Associates Degree strongly preferred
KNOWLEDGE, SKILLS & ABILITIES:
Minimum of 6 months customer service.
Experience providing digital support preferred.
Banking experience preferred.
Ability quickly learn the Banks products and services.
Ability to support customers via various communication channels.
Excellent Problem solving skills with a commitment to customer service a must.
Demonstrated ability to produce high quality written business correspondence appropriate for online chat and email.
Strong oral, written communication and active listening skills.
Ability to handle multiple tasks and interruptions.
Ability to resolve customer inquiries
Ability to work independently, as well as contribute to the team environment
Working knowledge of the use of PCs, current Windows operating systems, Microsoft Office, the Internet, and other software systems.
Knowledge of mobile device platforms including Android and Apple iOS systems.
Must have cyber security awareness to protect the digital environment, the Bank, and customers.
QUALIFICATIONS FOR LEVEL II:
EDUCATION & CERTIFICATIONS:

(Minimum education required to perform the duties of this position)
Associates degree. Bachelors degree preferred. Degree may be substituted with experience in business writing/correspondence.
EXPERIENCE:
Two (2) years prior experience in providing customer service.
Minimum of one (1) year banking experience
Experience providing digital support required
KNOWLEDGE, SKILLS & ABILITIES:
Demonstrated comprehensive knowledge of the Banks products and services.
Ability to support customers via various communication channels
Problem solving skills with a commitment to customer service
Demonstrated ability to produce high quality written business correspondence appropriate for online chat and email.Strong oral, written communication and active listening skills.
Ability to handle multiple tasks and interruptions.
Ability to resolve most customer inquiries independently.
Ability to work with minimal supervision, as well as contribute to the team environment.
Working knowledge of the use of PCs, current Windows operating systems, Microsoft Office, the Internet, and other software systems.
Must have cyber security awareness to protect the digital environment, the Bank, and customers.
QUALIFICATIONS FOR LEVEL III:
EDUCATION & CERTIFICATIONS:
Bachelor Degree or actively pursuing further education.
FQPQ (may be obtained within 24 months)
KNOWLEDGE, SKILLS & ABILITIES:
Minimum three years prior experience in providing customer service
Experience providing digital support required
Minimum two years prior banking experience required
Demonstrated extensive knowledge of the Banks products and services
Ability to speak in a clear and pleasant manner
Ability to understand callers and determine their needs/question
Ability to resolve complex customer inquiries independently
Demonstrated competency using the systems and platforms used within the Customer Service Center
Excellent problem-solving skills with a commitment to customer service a must.
Excellent oral and written communication skills.
Excellent command of written English language including proper grammar and spelling and ability to write accurate and clear business correspondence.
Ability to work with minimal supervision.
Ability to handle multiple tasks and interruptions.
Ability to work with a high level of independence, as well as contribute to the team environment.
Working knowledge of the use of PCs, current Windows operating systems, Microsoft Office, the Internet, and other software systems
Knowledge of mobile device platforms including Android and Apple iOS systems.
Must have cyber security awareness to protect the digital environment, the Bank, and customers.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractors legal duty to furnish information. 41 CFR 60-1.35(c)
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